ArcticSilver: Anyone notice that they never got their 1c credit card check fee back within 5 days? I know its only 1c, but its the principle. Mine was never returned, so effectively I was over charged by 1c.

Are you for real?

May be a good idea to always check the terms & conditions of the service you are signining up for before clicking on that "accept the T&C" button.

Check, in section 2. Eligibility to be a Quickflix Member and Service User

When you become a Service User, we may validate your credit/debit card or PayPal account with a test transaction of 1 cent which will result in your available credit/debit being reduced by this amount. These funds are not held by Quickflix but by your card issuer. It can take up to 10 days for the validation amount to be re-adjusted on your credit/debit card account. The validation is required to ensure the credit/debit card is not being used fraudulently.

Call your bank if you feel ripped off about the 1cent

The bank isnt the one charging me, on my bank statement it is clearly a charge by Quickflix NZ. Just because it's in their terms and conditions doesnt make it right.

The amount was never "re-adjusted" like stated in your pasted extract above. They charged me, they arranged the transaction, they organised the fee. The onus is on them not the bank, why should I have to deal with the bank for their issue?

BraaiGuy:

ArcticSilver:Notice how they've added a "$5 administration fee" to their adverts? We'll its only on ONE of their adverts, the one that cycles through on their main page and they have taken it out of the order process, so miss this advert? We'll your in for a shock.

The problem isnt that there is a $5 fee (though I question its importance), it is that they havent clearly stated that there is in fact a $5 fee! If you do not see it in their rotating advert on the front page and do not read the terms and conditions you will never know.

It should 100% CLEAR to see what you are being charged. You should not have to read all the terms and conditions just to find out you're paying more than advertised.

On another front I also see this as misleading/false advertising and you could even go so far as to say bait advertising. Most of their adverts do not include any hint of the extra fee.

I would forgive this as an oversight if it wasnt for the fact that I have given them constructive feedback about this issue the day after the launched. Not to mention I have seen others on twitter point this out only to be told that they believe it is clearly stated.

Again the terms and conditions in my mind dont even come into it, the fact is the whole process is extremely misleading and they do not seem motivated to fix this issue.

BraaiGuy:

ArcticSilver:Lots of people cant get through on their 0800 number. Some of their staff dont seem to even know about Quickflix NZ.

You MUST call to cancel your account, you cannot do it online (even better when their 0800 number isnt working).

I called and did not have a problem. And as stated in the T&C that you accept when signing up, you agreed you need to call them if you want to cancel. I got through within a few minutes, and was even offered a second month free. I cancelled anyway due to the poor content. I can say far worse things about Sky and their callcentre.

Again, just because its in their terms and conditions does not mean its right.

I find it a little cheeky that you can sign up 100% online, but when you want to leave, you suddenly have to wait to speak to a CSR. Why not allow you to cancel online? Every other service like Quickflix allows this.

There are plenty of stories (I believe some in this post) about staff telling people AU prices, trying to delete/create AU accounts and not even knowning about Quickflix NZ.

I can however forgive this, but it all seems to be adding up.

BraaiGuy:

ArcticSilver:The list goes on (it really does), im really guttered aswell since I so badly wanted a service like this to take off, but they really seem to be stabbing themselves in the foot at every opportunity.

I dont believe im a unresonable person and I challenge some one to prove me wrong, but how can any company continue to stuff this much up is beyond me, not to mention ignoring all the construtive feedback people have been putting forward.

My opinion. You being unreasonable. Half of your problems would have been solved if you just read the T&C before you signed up.

Give the guys a chance, they new in the market. And with time the service and everything will improve.

So far you havent convinced me why I am being unresonable.

To me the T&C argument is a whole other ball game and doesnt even come into it.

The simple fact of the matter is, all I was looking for was recognition of the problems and a desire to fix them. Unfortunitly I have spent my time getting nither and this is the last type of person I want to give my money.

ArcticSilver: The bank isnt the one charging me, on my bank statement it is clearly a charge by Quickflix NZ. Just because it's in their terms and conditions doesnt make it right.

The amount was never "re-adjusted" like stated in your pasted extract above. They charged me, they arranged the transaction, they organised the fee. The onus is on them not the bank, why should I have to deal with the bank for their issue?

But you agreed to those Terms and conditions.

If the amount was not “re-adjusted” as stated in the T&C its probably a good idea to query it.

I just double checked mine. And my 1cent was credited. It shows up as a INTEREST CREDIT ADJUSTMENT (RETAIL PURCHASES ) of 1cent at the end of my CC Statement. Double check yours. I’m with Westpac. If you did not receive the credit, maybe its a good idea to query it.

ArcticSilver: The problem isnt that there is a $5 fee (though I question its importance), it is that they havent clearly stated that there is in fact a $5 fee! If you do not see it in their rotating advert on the front page and do not read the terms and conditions you will never know.

It should 100% CLEAR to see what you are being charged. You should not have to read all the terms and conditions just to find out you're paying more than advertised.

On another front I also see this as misleading/false advertising and you could even go so far as to say bait advertising. Most of their adverts do not include any hint of the extra fee.

I’m not with you on this one. Bait advertising? Here is a copy of the advert from their website, and it clearly mentions that there is a joining fee, and in this case its free.

I find your comment, “You should not have to read all the terms and conditions” very interesting. Do you do this for most services you sign up for? Granted, one does not have to read it word for word, but going to side with Quickflix on this one. It can’t be any clearer in the T&C.

ArcticSilver: Again, just because its in their terms and conditions does not mean its right.

I find it a little cheeky that you can sign up 100% online, but when you want to leave, you suddenly have to wait to speak to a CSR. Why not allow you to cancel online? Every other service like Quickflix allows this.

Part of the reason signup is simple and can be done 100% online is because of that "very inconvienient" 1cent charge to your credit card. If it was not there, people would be moaning that there are delays with signing up. Either way, people are going to moan anyway, even if it means moaning about a 1cent authorisation charge.

I personally don’t see anything wrong with having to speak to an operator to cancel an account? The same can be said about most types of service in this country.

ArcticSilver: The simple fact of the matter is, all I was looking for was recognition of the problems and a desire to fix them. Unfortunitly I have spent my time getting nither and this is the last type of person I want to give my money.

Quick question, how much “out of pocket” are you since taking up the free promotion? I personally can accept a few issues with a new service like this. As a promotion its was being offered for 3weeks free, so can't really fault them that much.

Sorry I have to say I love the way you are upset over having to read the T's & C's that has to be one of the most ridiculous things ever they are there for a reason and that's to make you aware of what your getting and what you as the customer are agreeing to do and not do by using there service.

Do you feel the same way about signing and reading a employment contract or assistance from Work and Income??? They have them to complete a contract between you and them. If you choose not to read that contract you can't really fault them for your indiscretion.

On the 1 cent thing if you've not received it back check with the bank first then approach the company about it as that will be the first thing they ask for (evidence you didn't receive it) if their end shows it as being returned. If all else fails and your still upset post your address details on here and I'm sure someone will gladly send you 1 cent hell I may even send you two (if I can't find one of those copper gems lying around the house somewhere).

Otherwise and yes I do see it's not the amount it's the principle argument your making I think maybe you should just end the contract you have with them as you're obviously unhappy with the deal you've been getting.

ArcticSilver: The bank isnt the one charging me, on my bank statement it is clearly a charge by Quickflix NZ. Just because it's in their terms and conditions doesnt make it right.

The amount was never "re-adjusted" like stated in your pasted extract above. They charged me, they arranged the transaction, they organised the fee. The onus is on them not the bank, why should I have to deal with the bank for their issue?

But you agreed to those Terms and conditions.

If the amount was not “re-adjusted” as stated in the T&C its probably a good idea to query it.

I just double checked mine. And my 1cent was credited. It shows up as a INTEREST CREDIT ADJUSTMENT (RETAIL PURCHASES ) of 1cent at the end of my CC Statement. Double check yours. I’m with Westpac. If you did not receive the credit, maybe its a good idea to query it.

On my statement it shows up as "Quickflix NZ Auckland" exactly the same as my seperate $18.49 charge. There is no note of "Adjustment" or anything of the sort. I have double and triple checked.

I do plan on chasing them up about this out of principle, im sure it was a mistake, but it just adds to my fustration that time and time again I seem to be shown that they havent put in the time post lauch.

BraaiGuy:

ArcticSilver: The problem isnt that there is a $5 fee (though I question its importance), it is that they havent clearly stated that there is in fact a $5 fee! If you do not see it in their rotating advert on the front page and do not read the terms and conditions you will never know.

It should 100% CLEAR to see what you are being charged. You should not have to read all the terms and conditions just to find out you're paying more than advertised.

On another front I also see this as misleading/false advertising and you could even go so far as to say bait advertising. Most of their adverts do not include any hint of the extra fee.

I’m not with you on this one. Bait advertising? Here is a copy of the advert from their website, and it clearly mentions that there is a joining fee, and in this case its free.

I find your comment, “You should not have to read all the terms and conditions” very interesting. Do you do this for most services you sign up for? Granted, one does not have to read it word for word, but going to side with Quickflix on this one. It can’t be any clearer in the T&C.

Firstly, that advert as you have represented it here is out of context. If you go to Quickflix.co.nz it is part of a scolling advert bar. If you open Quickflix in a tab and come back to it later you may not ever see this advert. All you are left with then is the following:

Note above that there is no mention of the "one off joining fee". Go to the website, wait for the advert to change and try and find that $5 fee. Or go to another place that advertise and find that $5 fee.

Also, I must add this has been changed, initally they had this advert without the star at the bottom, the advert previously had no mention of a joining fee. At least this has changed.

As for the terms and conditions.

You've taken my quote out of context, as I said "You should not have to read all the terms and conditions just to find out you're paying more than advertised"

I am NOT saying you should not read the terms and conditions, what I am trying to say is that it should be clearly set out from the start and throughout the process that you are paying what is now a $5 joining fee.

This could easily be implimented in the form of a total before you enter in your credit card details/before you hit the pay button. I have suggested this a month ago.

I dont expect them to do it my way either, all I want is a clear sign up process, this however it is not.

BraaiGuy:

ArcticSilver: Again, just because its in their terms and conditions does not mean its right.

I find it a little cheeky that you can sign up 100% online, but when you want to leave, you suddenly have to wait to speak to a CSR. Why not allow you to cancel online? Every other service like Quickflix allows this.

Part of the reason signup is simple and can be done 100% online is because of that "very inconvienient" 1cent charge to your credit card. If it was not there, people would be moaning that there are delays with signing up. Either way, people are going to moan anyway, even if it means moaning about a 1cent authorisation charge.

I personally don’t see anything wrong with having to speak to an operator to cancel an account? The same can be said about most types of service in this country.

Online part first: I have had multiple subscriptions within NZ, from web hosting accounts to domain names. All of these and I mean ALL allow you to cancel online. In fact I do not know of a service I have signed up for in the last 5 years where I could not cancel online and I have had a lot of subscriptions.

The 1c charge: If you have to charge 1c, why not charge $18.98 (or now $14.98) plus the 1c autorisation charge, this way no one has an issue. My issue isnt that there is a 1c charge, it's that they havent implimented it correcetly.

Yes this is probably an error on their part, yes they will probably fix it, but again I seem to have the hassle of fixing their problems.

BraaiGuy:

ArcticSilver: The simple fact of the matter is, all I was looking for was recognition of the problems and a desire to fix them. Unfortunitly I have spent my time getting nither and this is the last type of person I want to give my money.

Quick question, how much “out of pocket” are you since taking up the free promotion? I personally can accept a few issues with a new service like this. As a promotion its was being offered for 3weeks free, so can't really fault them that much.

Well, you see, I signed up before the promotion. I paid in full (was $18.50).

I can forgive a few issues too, I can forgive a lot actuly. I deerly want a service like this to suceed, the problem is they arnt taking owernership of their issues. They seem to be taking a half arsed aproach.

This is my problem. I can live with issues, what I cannot live with is no one taking ownership of the issues, especially when I am paying them.

All and all these experiences and more have left a sour taste in my mouth. This is why I am ending my services. All I am trying to do is add my impressions into the mix (this is a discussions after all).

jtbthatsme: Sorry I have to say I love the way you are upset over having to read the T's & C's that has to be one of the most ridiculous things ever they are there for a reason and that's to make you aware of what your getting and what you as the customer are agreeing to do and not do by using there service.

Do you feel the same way about signing and reading a employment contract or assistance from Work and Income??? They have them to complete a contract between you and them. If you choose not to read that contract you can't really fault them for your indiscretion.

On the 1 cent thing if you've not received it back check with the bank first then approach the company about it as that will be the first thing they ask for (evidence you didn't receive it) if their end shows it as being returned. If all else fails and your still upset post your address details on here and I'm sure someone will gladly send you 1 cent hell I may even send you two (if I can't find one of those copper gems lying around the house somewhere).

Otherwise and yes I do see it's not the amount it's the principle argument your making I think maybe you should just end the contract you have with them as you're obviously unhappy with the deal you've been getting.

As above, I am not "upset" over having to read the terms and conditions. The quote taken was out of context.

I am not saying do not read the terms and conditions. Lets get that one clear.

What I am trying to say is you shouldnt have to read the terms and conditions to find out the amount you have to pay. Have you seen some of the terms and conditions out there? Imagine wading through 40 pages just to find that you'll be charged an extra $10.

Again its not that you shouldnt read the terms and conditions, its that it should be clearly stated in the order process, seperate from the terms and conditions to avoid any confusion.

As for the 1c, as you have said later its the principle, I will ring them about this and it will probably get sorted. I was not trying to show people one issue, my post was intended to be as a whole about the fact that they havent really prepared enough for the launch.

I have ended the contract. I just wanted to share my expereinces here in this discussion. I like to read feedback about services good or bad and make up my own mind. Should we only post the good stuff?

ArcticSilver: Firstly, that advert as you have represented it here is out of context. If you go to Quickflix.co.nz it is part of a scolling advert bar. If you open Quickflix in a tab and come back to it later you may not ever see this advert.

Note above that there is no mention of the "one off joining fee". Go to the website, wait for the advert to change and try and find that $5 fee. Or go to another place that advertise and find that $5 fee.

Also, I must add this has been changed, initally they had this advert without the star at the bottom, the advert previously had no mention of a joining fee. At least this has changed.

Regardless, both ads on the website direct you to http://www.quickflix.co.nz/?joinnow=true

The ad I posted showed that the joining fee is free. Granted, the add you posted, a banner ad with limited space does not have it. (Its a banner add). Do you want each an every cost written clearly on it before you click? (Remember Terms and conditions list all that stuff, and reading it is part of the signup process). I know this because I went through it too, and made sure I read and undertood them clearly because I wanted to be sure of what would happen once the promotional period ended. The point is, in all cases the ads don't lie! If you feel they do then maybe you should report it to the ComCom.

Your first post is proof that you unaware of things that are clearly defined in the T&C. Fact of the matter is that if you read them, you would not have these questions. And hence probably would not have had the need to come into this thread and have a whinge about how bad quickflix is.

You say

ArcticSilver: It should 100% CLEAR to see what you are being charged. You should not have to read all the terms and conditions just to find out you're paying more than advertised.

ArcticSilver: You've taken my quote out of context, as I said "You should not have to read all the terms and conditions just to find out you're paying more than advertised"

ArcticSilver: What I am trying to say is that it should be clearly set out from the start and throughout the process that you are paying what is now a $5 joining fee.

This could easily be implimented in the form of a total before you enter in your credit card details/before you hit the pay button. I have suggested this a month ago

I dont expect them to do it my way either, all I want is a clear sign up process, this however it is not.

Something else of interest. You don't have to read the full T&C.

You can just see all of this info about their pricing on the website, including the one-off joining fee! http://www.quickflix.co.nz/pricingBut reading the T&C is always a good idea.

Not worth getting into a bun fight here when you clearly have not bothered to read the T&C or even look at the basic pricing page on their website.

ArcticSilver:

I have had multiple subscriptions within NZ, from web hosting accounts to domain names. All of these and I mean ALL allow you to cancel online. In fact I do not know of a service I have signed up for in the last 5 years where I could not cancel online and I have had a lot of subscriptions.

Think Sky, electricity, phone, and even your broadband. Changed any of these recently? Not saying it should not be possible. But many service companies still operate like this (forgetting all the internet domain/hosting companies of course, they operate in this space and I would expect it from them)

And the 1cent charge, as many have already stated. Many companies operate like this too. Its not just Quickflix.

ArcticSilver: All and all these experiences and more have left a sour taste in my mouth. This is why I am ending my services. All I am trying to do is add my impressions into the mix (this is a discussions after all).

The only bad experiences you have listed which is maybe of value here is the 1cent issue. And as others have indicated, this is the bank. The issue about the advertising is no doubt not really an issue either.

So I really don't get why you such a disgruntled customer? You have failed to mention a single issue around the operation of the service. How you finding the service? My gripes are around the lack of content. Whats yours?

I have signed up. On the website says one off joining fee $5. However when I go to my account it says $9.99 monthly fee and joining fee $8.95 will be charged to my credit card. I havent seen any mention anywhere before of $8.95 so dont know why they want to charge that when their site says $5

They've changed their pricing. Last months one off joining fee was $8.50, and 9.99 per month...so I was billed $18.49 last month when I signed up, and they've now billed me $18.49 again for this month. They overcharged me and didn't even have the decency to overcharge me at the new lesser rate. Lol.

I have used quickflix for a week now. I have watched 3 movies and the dr who series. Yeah I will keep it. There are a lot of movies listed I want to watch. But should be good as they grow. Not sure whether these movies stay or they rotate to another lot after a couple months or so

I've had a look at the Quickflix catalogue and to be honest, it's pretty sparse. Don't get me wrong, I'm not after the latest and greatest movies, but by comparison, Fatso has an amazing back-catalogue of old TV shows and Movies. My wife just watched the first full season of Little House on the Prairie. None of the old TV shows we want to watch are on Quickflix. A lot of the old stuff is "get now" on Fatso, so doesn't count against your monthly allocation either.

And if you are into new releases, Fatso can actually work out cheaper. I live at a rural address, so to return the movies is just a walk to my gate.

Quickflix will have to seriously up the ante to attract my business. Until an on-line alternative to Sky, which lets me subscribe to only the content I want is available, there's just no incentive to move.

I think the next six months are going to be extremely interesting in the NZ online content provision space.

Is Fyx going to make it? Will we be hearing that they have been blocked by NetFlix, Hulu et al? If so this is seriously going to put a dent in the business. Yes, I understand they are not breaking the law as Ts&Cs are not the law but if the content providers block them anyway, which isn't against the law either, then it won't matter.

Will QuickFlix be able to get enough content and make good on enough of the 'coming soon' promises to keep the current user base and attract more? I was going to be in when they got an xbox app and more TV series, I don't care if they are old but I need some choice. Now, I'm waiting to see how Fyx goes.

These two need to become mainstream, currently they are niche.

What is Sky going to do about all this? Players with a dominant monopoly for as long as Sky has had one usually implode when a new challenge comes along, Music Industry vs MP3. Will Sky adapt and evolve? My money says 'no'. They will keep pushing the same product and rely on customer apathy and inertia. But I've been wrong before.

Will Fatso make a move to online provision? NetFlix started as DVDs by post so it isn't unthinkable but they would probably need a big player partner, anybody from TelstraClear or SlingShot reading this?

There are rumours of an iTunes subscription service. Give Apple usually goes global at launch or pretty soon after will this be yet another player in the market?

And finally, how many content providers/content provision models can a market the size of NZ actually maintain?

I'm finding the most comfortable position I can on the fence for the moment until the dust settles.